Innovation in customer feedback: An Air France KLM case study

Martijn van Keulen and Hans Zijlstra

This paper describes a research project undertaken by Air France KLM that aimed to make the airline more customer centric.

Innovation in customer feedback: An Air France KLM case study

Martijn van Keulen and Hans ZijlstraTNS

Introduction

After the liberalisation of the airline industry in the 1980s, competition on the airline market became fierce and ever-increasing against the background of economic crises and the shifting of economic power from West to East. Also at a regional level, the competition is increasing: low cost carriers broadened the market at first, but became serious competitors for network carriers. On another part of the spectrum, the competition from high speed trains was also gaining speed.

In this context, AIR FRANCE...

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